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July 2017

October 2017

Why leadership is imperative, and how you can unleash it in your organisation.

Leadership not Management 123rf_25893740_s“Management is not leadership.”  Those bald words are from John Kotter’s 2012 updated preface to his 1996 book “Leading Change.” He makes the statement to highlight the theme of the second chapter. Yet the whole sentence reads, “The simple insight that management is not leadership is better understood today, but not nearly as well as needed.” This begs the question, “Why not?”

That question may be easier to ask than answer. After all, “Leading Change” is a worldwide best seller. A book that, in 2011, Time Magazine described as one of the top 25 most influential business management books of all time. Yet, despite its seminal significance and this ostensible influence, it seems that its lessons have not been learned.

But Kotter himself says, “That does not mean executives have learned nothing in the past few decades. They have. But the challenges have been growing as fast, or faster, than their skills.” I wonder.

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Driving Enhanced Customer Experience

Customer Experience 123rf_32845934_sThere has been a quiet revolution over the past decade or two. I am referring to the shift from “Customer Service” to “Customer Experience.”  This shift has been so subtle and unheralded that it has been more evolution than revolution. Yet you cannot doubt that it has taken place.

Only today, I received an invitation to attend “Customer Experience World”, the national customer experience conference. Here, apparently, I can join CXO’s (Customer Experience Officers) and others to listen to a keynote speaker talk about “The importance of customer experience design in an ever-changing Omnichannel world, and the common pitfalls businesses make.”   

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